Integrating metadata from applications used for social networking into a customer relationship management (CRM) system

ABSTRACT

Integrating metadata from applications used for social networking into a customer relationship management (CRM) system includes obtaining, from applications used for social networking, metadata associated with users of the applications, analyzing the metadata from the applications to infer opportunities, relationships for mapping clients, structures, and subject matter experts, and integrating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts into a CRM system to populate the CRM system.

BACKGROUND

The present invention relates to integrating metadata into a customerrelationship management (CRM) system, and more specifically, tointegrating metadata from applications used for social networking into aCRM system.

A CRM system uses techniques and methods to gather, organize, automate,and synchronize sales, for marketing, customer service, and technicalsupport. This information is stored in the CRM system's memory. Further,this information is retrieved from the CRM system's memory and analyzedto allow a company to better target various customers.

BRIEF SUMMARY

A method for integrating metadata from applications used for socialnetworking into a customer relationship management (CRM) system includesobtaining, from applications used for social networking, metadataassociated with users of the applications, analyzing the metadata fromthe applications to infer opportunities relationships for mappingclients, structures, and subject matter experts, and integrating theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts into CRM system to populatethe CRM system.

A system for integrating metadata from applications used for socialnetworking into a CRM system includes an obtaining engine to obtain,from applications used for social networking, metadata associated withusers of the applications, an analyzing engine to analyze the metadatafrom the applications to infer opportunities, relationships for mappingclients, structures, and subject matter experts, an integrating engineto integrate the opportunities, the relationships for mapping theclients, the structures, and the subject matter experts into a CRMsystem to populate the CRM system, and an updating engine to update theCRM system based on modifications made by the users in the applications.

A computer program product includes a computer readable storage medium,the computer readable storage medium having computer readable programcode embodied therewith. The computer readable program code havingcomputer readable program code to analyze metadata from applications toinfer opportunities, relationships for mapping clients, structures, andsubject matter experts, integrate the opportunities, the relationshipsfor mapping the clients, the structures, and the subject matter expertsinto a CRM system to populate the CRM system, and update the CRM systembased on modifications made by the users in the applications.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

The accompanying drawings illustrate various examples of the principlesdescribed herein and are a part of the specification. The examples donot limit the scope of the claims.

FIG. 1 is a diagram of an example of a system for integrating metadatafrom applications used for social networking into a customerrelationship management (CRM) system, according to one example ofprinciples described herein.

FIG. 2 is a diagram of an example of a system for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein.

FIG. 3 is a flowchart of an example of a method for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein.

FIG. 4 is a flowchart of an example of a method for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein.

FIG. 5 is a diagram of an example of an integrating system, according tothe principles described herein.

FIG. 6 is a diagram of an example of an integrating system, according tothe principles described herein.

Throughout the drawings, identical reference numbers designate similar,but not necessarily identical, elements.

DETAILED DESCRIPTION

The present specification describes a method and system for integratingmetadata from applications used for social networking into a customerrelationship management (CRM) system, such that the CRM system isquickly populated with metadata from the applications.

The present invention may be a system, a method, and/or a computerprogram product. The computer program product may include a computerreadable storage medium or media) having computer readable programinstructions thereon for causing a processor to carry out aspects of thepresent invention.

The computer readable storage medium can be a tangible device that canretain and store instructions for use by an instruction executiondevice. The computer readable storage medium may be, for example, but isnot limited to, an electronic storage device, a magnetic storage device,an optical storage device, an electromagnetic storage device, asemiconductor storage device, or any suitable combination of theforegoing. A non-exhaustive list of more specific examples of thecomputer readable storage medium includes the following: a portablecomputer diskette, a hard disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), a static random access memory (SRAM), a portablecompact disc read-only memory (CD-ROM), a digital versatile disk (DVD),a memory stick, a floppy disk, a mechanically encoded device such aspunch-cards or raised structures in a groove having instructionsrecorded thereon, and any suitable combination of the foregoing. Acomputer readable storage medium, as used herein, is not to be construedas being transitory signals per se, such as radio waves or other freelypropagating electromagnetic waves, electromagnetic waves propagatingthrough a waveguide or other transmission media (e.g., light pulsespassing through a fiber-optic cable), or electrical signals transmittedthrough a wire.

Computer readable program instructions described herein can bedownloaded to respective computing/processing devices from a computerreadable storage medium or to an external computer or external storagedevice via a network, for example, the Internet, a local area network, awide area network and/or a wireless network. The network may comprisecopper transmission cables, optical transmission fibers, wirelesstransmission, routers, firewalls, switches, gateway computers and/oredge servers. A network adapter card or network interface in eachcomputing/processing device receives computer readable programinstructions from the network and forwards the computer readable programinstructions for storage in a computer readable storage medium withinthe respective computing/processing device.

Computer readable program instructions for carrying out operations ofthe present invention may be assembler instructions,instruction-set-architecture (ISA) instructions, machine instructions,machine dependent instructions, microcode, firmware instructions,state-setting data, or either source code or object code written in anycombination of one or more programming languages, including an objectoriented programming language such as Smalltalk, C++ or the like, andconventional procedural programming languages, such as the “C”programming language or similar programming languages. The computerreadable program instructions may execute entirely on the user'scomputer, partly on the user's computer, as a stand-alone softwarepackage, partly on the uses computer and partly on a remote computer orentirely on the remote computer or server. In the latter scenario, theremote computer may be connected to the user's computer through any typeof network, including a local area network (LAN) or a wide area network(WAN), or the connection may be made to an external computer (forexample, through the Internet using an Internet Service Provider). Insome embodiments, electronic circuitry including, for example,programmable logic circuitry, field-programmable gate arrays (FPGA), orprogrammable logic arrays (PLA) may execute the computer readableprogram instructions by utilizing state information of the computerreadable program instructions to personalize the electronic circuitry,in order to perform aspects of the present invention.

Aspects of the present invention are described herein with reference toflowchart illustrations and/or block diagrams of methods, apparatus(systems), and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer readable program instructions.

These computer readable program instructions may be provided to aprocessor of a general purpose computer, special purpose computer, orother programmable data processing apparatus to produce a machine, suchthat the instructions, which execute via the processor of the computeror other programmable data processing apparatus, create means forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks. These computer readable program instructionsmay also be stored in a computer readable storage medium that can directa computer, a programmable data processing apparatus, and/or otherdevices to function in a particular manner, such that the computerreadable storage medium having instructions stored therein comprises anarticle of manufacture including instructions which implement aspects ofthe function/act specified in the flowchart and/or block diagram blockor blocks.

The computer readable program instructions may also be loaded onto acomputer, other programmable data processing apparatus, or other deviceto cause a series of operational steps to be performed on the computer,other programmable apparatus or other device to produce a computerimplemented process, such that the instructions which execute on thecomputer, other programmable apparatus, or other device implement thefunctions/acts specified in the flowchart and/or block diagram block orblocks.

The flowchart and block diagrams in the Figures illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods, and computer program products according to variousembodiments of the present invention. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof instructions, which comprises one or more executable instructions forimplementing the specified logical function(s). In some alternativeimplementations, the functions noted in the block may occur out of theorder noted in the figures. For example, two blocks shown in successionmay, in fact, be executed substantially concurrently, or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved. It will also be noted that each block of theblock diagrams and/or flowchart illustration, and combinations of blocksin the block diagrams and/or flowchart illustration, can be implementedby special purpose hardware-based systems that perform the specifiedfunctions or acts or carry out combinations of special purpose hardwareand computer instructions.

As noted above, the CRM system uses techniques and methods to organize,automate, and synchronize sales, for marketing, customer service, andtechnical support. This information that the CRM system gathers isstored in the CRM system's memory. Further, this information may becategorized as opportunities in the CRM system's memory. A userassociated with a company may view the opportunities gather by the CRMsystem to allow the company to better target various customers.

Often, new CRM systems lack any rich data or relationships that areassociated with this information. Over time the new CRM systems arepopulated with rich data or relationships that are associated with thisinformation. However, the time needed to populate the new CRM systemwith rich data or relationships may be significant. As a result a newCRM system may not be effective in targeting various customers for quitesome time.

The principles described herein include a system and a method forintegrating metadata from applications used for social networking into aCRM system. Such a system and method include includes obtaining, fromapplications used for social networking, metadata associated with usersof the applications, analyzing the metadata from the applications toinfer opportunities relationships for mapping clients, structures, andsubject matter experts and integrating the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts into a CRM system to populate the CRM system. Such amethod and system allows a CRM system to be quickly populated withmetadata from the applications. As a result, the CRM system may becomeeffective very quickly in targeting various customers.

In the specification and appended claims, the term “opportunities” ismeant to be understood broadly as a complex record structure in adatabase, in which each of the opportunities captures a number of fieldsof metadata. In one example, the opportunities may include a business'ssales and/or interaction with current customers, future customers, orcombinations thereof.

In the specification and appended claims, the term “application” ismeant to be understood broadly as a computer program for an onlinecommunity of users with a common interest who use a website or othertechnologies to communicate with each other and share information andresources for social networking. Further, the application may includemetadata that maps relationships between users. In one example, therelationships indicate the ways in which the users are connected throughvarious social familiarities ranging from casual acquaintance to closefamilial bonds. In one example, the applications may be electronic mail(email) applications, instant messages (IM) applications, text messages(TM) applications, social network applications, flog applications,newsfeed applications, short message service (SMS) applications, otherapplications or combinations thereof.

In the specification and appended claims, the term “subject matterexperts” is meant to be understood broadly as individuals that arespecialists in a specific area. For example, a subject matter expert maybe specialist in a specific product. In one example, a subject matterexpert may be a user of an application used for social networking.

in the specification and appended claims, the term “structure” is meantto be understood broadly as an organizational arrangement of artifactsassociated with an application or a CRM system. For example, a structuremay include a physical structure of the applications. In one example, astructure may include a digital structure of the application's metadata.In another example, the structure may include relationships for theusers of the application. For example, the relationships for the usersof the application may include client team structures, opportunity teamstructures, other structures, or combination thereof.

In the specification and appended claims, the term “metadata” is meantto be understood broadly as data that describes users of applications.In one example, the metadata is derived from interactions between theusers of the applications. In another example, the metadata is based onhistorical patterns across the applications. In yet another example, themetadata is used to infer a social graph, subject matter experts,opportunities, relationships for mapping clients, contacts, orcombinations thereof.

In the following description, for purposes of explanation, numerousspecific details are set forth in order to provide a thoroughunderstanding of the present systems and methods. It will be apparent,however, to one skilled in the art that the present apparatus, systems,and methods may be practiced without these specific details.

Reference in the specification to “an example” or similar language meansthat a particular feature, structure, or characteristic described inconnection with that example is included as described, but may not beincluded in other examples.

FIG. 1 is a diagram of an example of a system for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein. As will bedescribed below, an integrating system is in communication with anetwork to obtain, from applications used for social networking,metadata associated with users of the applications. The integratingsystem further analyzes the metadata from the applications to inferopportunities relationships for mapping clients, structures, and subjectmatter experts. Further, the integrating system integrates theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts into a CRM system to populatethe CRM system.

As illustrated in FIG. 1, the system (100) includes a number ofapplications (108). As will be described in other parts of thisspecification, the applications (108) may be used for social networking.For example, the applications (108) may be email applications, IMapplications, TM applications, social network applications, blogapplications, newsfeed applications, or SMS applications. In oneexample, a user device (102) allows a user to access the applications(108). As a result, the user is able to share information with otherusers using the applications (108). As will be described below, theapplications (108) may produce metadata about the user.

As illustrated in FIG. 1, the system (100) includes an integratingsystem (110). The integrating system (110) obtains, from theapplications (108) used for social networking, metadata associated withusers of the applications (108). In one example, the metadata from theapplications (108) is derived from interactions between the users of theapplications and based on historical patterns across the applications toinfer a social graph, subject matter experts, opportunities,relationships for mapping clients, contacts, or combinations thereof.

The integrating system (110) further analyzes the metadata from theapplications (108) to infer the opportunities, the relationships formapping the clients, the structures, and the subject matter experts. Inone example, the integrating system (110) analyzes the metadata from theapplications (108) via data wining

Further, the integrating system (110) integrates the opportunities, therelationships for flapping the clients, the structures, and the subjectmatter experts into a CRM system (112) to populate the CRM system (112).In this example, the CRM system (112) may be a new CRM system that isabsent of this information. By integrating this information into the CRMsystem (112), the CRM system (112) is quickly populated with metadatafrom the applications (108). As a result, the CRM system (112) maybecome effective very quickly for targeting various customers.

Further, the integrating system (110) updates the CRM system (112) basedon modifications made by the users in the applications (108). In oneexample, the integrating system (110) updates the CRM system based onthe modifications made by the users, via the user device (102), to theapplications (108) by updating the opportunities, the relationships formapping the clients, the structures, and the subject matter experts inthe CRM system (112). More information about the integrating system(112) will be described in later parts of this specification.

While this example has been described with reference to the integratingsystem being located over the network, the integrating system may belocated in any appropriate location. For example, the integrating systemmay be located in a user device, a database, a CRM system, otherlocations, or combinations thereof

FIG. 2 is a diagram of an example of a system for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein. As mentionedabove, all the information, such as metadata, that the integratingsystem of FIG. 1 obtains is stored in the CRM system.

As illustrated in FIG. 2, the system (200) includes a number ofapplications (208). In one example, the applications (208) may includeemail applications, IM applications, TM applications, social networkapplications, blog applications, newsfeed applications, SMSapplications, other applications, or combinations thereof.

In one example, the applications (208) may include metadata (202). Inthis example, the metadata (202) includes patterns, social graphs,relationships, structures, or combinations thereof of the users of theapplications (208).

In one example, the metadata (202) for the patterns may indicate thatmost users access the applications (208) during a specific time. Inanother example, the patterns indicate that if user A is using theapplications (208) an average of three other users will also use theapplications (208). Further, the patterns may be historical patterns,current patterns, or predicted future patterns.

In one example, the metadata (202) for the social graphs may include avisual representation of relationships of the user of the applications(208). For example, a social graph may indicate that user A is connectedto user B. As a result, the social graph may be used for mappingrelationships for clients, subject matter experts, other users, orcombinations thereof.

In one example, the metadata (202) for the structures may include aphysical structure of the applications. In another example, the metadata(202) for the structures may include a digital structure of theapplications. In yet another example, the metadata (202) for thestructures may include structures for relationships for the users of theapplications (208). For example, client team structures or opportunityteam structures.

As illustrated in FIG. 2, the system (200) includes an integratingsystem (210). The integrating system (210) includes a number of engines(204). The engines (204) refer to a combination of hardware and programinstructions to perform a designated function. Each of the engines (204)may include a processor and memory, The program instructions are storedin the memory and cause the processor to execute the designated functionof the engine. As illustrated, the integrating system (210) includes anobtaining engine (204-1), an analyzing engine (204-2), an integratingengine (204-3), and an updating engine (204-4).

In one example, the obtaining engine (204-1) obtains, from applications(208) used for social networking, the metadata (202) associated withusers of the applications (208). The obtaining engine (204-1) may obtainthe metadata (202) for all the users of the applications (208).Alternatively, the obtaining engine (204-1) may obtain the metadata(202)for specific users of the applications(208).

In keeping with the given example, the analyzing engine (204-2) analyzesthe metadata (202) from the applications (208) to infer opportunitiesrelationships for mapping clients, structures, and subject matterexperts. As mentioned above, the opportunities represent a complexrecord structure in the CRM system, in which each of the opportunitiesis associated with a number of fields of the metadata (202). In oneexample, the subject matter experts may be users that are specialists ina specific area. For example, a specialist in a specific product.

Once the metadata is analyzed, the integrating engine (204-3) thenintegrates the opportunities, the relationships for mapping the clients,the structures, and the subject matter experts into a CRM system (212)to populate the CRM system (212). As illustrated in FIG. 2, the CRMsystem (212) includes the opportunities (214), the relationships for theclients (216), the structures (220), and the subject matter experts(218).

In one example, the CRM system (212) is used as a model for managing abusiness's interactions with current and future customers. The CRMsystem (212) uses techniques and methods, such as the integrating system(210), to organize, automate, and synchronize sales, for marketing,customer service, and technical support. In one example, the integratingsystem (210) monitors the applications (208) to gather information tobetter target various customers. For example, current customers andpotentially future customers.

In one example, the CRM system's strategy is based around customerengagement and interactions, with transactions being a byproduct. Inthis example, the CRM system (212) is a back-end process and system formanaging customer relationships and data in an efficient andprocess-centric way. The CRM system (212) is able to understand thebusiness's challenges that are to be solved, and then saving thechallenges. Further, the CRM system (212) may be one component ofdeveloping a social or collaborative business, both internally andexternally.

The updating engine (204-4) updates the CRM system (212) based onmodifications made by the users in the applications (208). The updatingengine (204-4) updates the CRM system (212) based on the modificationsmade by the users to the applications (208) by updating theopportunities (214), the relationships for the clients (216), thestructures (220), and the subject matter experts (218) in the CRM system(212).

An example of a client and opportunity membership scenario will now bedescribed with reference to FIG. 2. For this scenario, the integratingsystem (210) analyzes the metadata (202), such as all the memberships ofparticular communities, for specific metadata that would be of interestto CRM system (212). For example, the integrating system (210) analyzesthe metadata (202) for specific client names and/or products and usesthe membership lists of these communities to infer an equivalentrelationship in a CRM system (212). For example, the integrating system(210) categorizes the particular communities as being product related.In this example, their memberships will map to opportunity teamstructures or customer related. In the case for the customer related,their memberships will map to client team structures.

The integrating system (210) uses this information to pre-populate a newCRM system with a relatively useful client hierarchy and team structurealong with a fairly accurate set of initial opportunities based onexisting communities discussing product related issues. Moresignificantly, both of these CRM artifacts are now populated withrelevant team structures, which provide a starting point for re-use increation of the clients or opportunities going forward.

An example for expert identification will now be described withreference to FIG. 2. Using the set of CRM tagged social artifacts asdescribed above, the integrating system (210) can use classical datamining techniques to identify a set of subject matter experts, be itaround products, implementation, or selling. These profiles can then beused to assemble client and opportunity memberships by applying aprofile for each of these artifacts. For example an opportunity templatecould include a project manager, a tech sales representative, and adeveloper. The integrating system (210) is then used to populate theexpert structure in a CRM system (212). Further, examples may includepre-populating and creating communities, activities, IM groups, emailrealms, foundational reporting analytics and collectively wiring therelationships between these latter pieces so that the CRM system'scontext is realized in a plurality of parts.

In another example, a mature CRM system may be of interest to integratethe metadata (202) into. In this example, the integrating system (210)may use the updating engine (204-4) to update the opportunities,relationships for clients, subject matter experts, and structures in themature CRM system accordingly.

FIG. 3 is a flowchart of an example of a method for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein. In one example,the method (300) may be executed by the integrating system (100) ofFIG. 1. In other examples, the method (300) may be executed by othersystems (i.e. system 500 and system 600). In this example, the method(300) includes obtaining (301), from applications used for socialnetworking, metadata associated with users of the applications,analyzing (302) the metadata from the applications to inferopportunities relationships for mapping clients, structures, and subjectmatter experts, and integrating (303) the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts into CRM system to populate the CRM system.

As mentioned above, the method (300) includes obtaining (301), fromapplications used for social networking, metadata associated with usersof the applications. As mentioned above, the metadata from theapplications is derived from interactions between the users of theapplications, based on historical patterns across the applications, andused to infer a social graph, subject matter experts, the opportunities,clients, relationships for mapping clients, contacts, or combinationsthereof. As a result, the metadata includes patterns, social graphs,relationships for mapping clients, structures, or combinations thereofof the users of the applications.

As mentioned above, the method (300) includes analyzing (302) themetadata from the applications to infer opportunities, relationships formapping clients, structures, and subject matter experts. As mentionedabove, the opportunities represent a complex record structure in the CRMsystem and each of the opportunities is associated with a number offields of the metadata.

In one example, data mining may be used to analyze the metadata. Datamining may be used to identify metadata that specific words, terms,phrases, or combinations thereof to infer opportunities, relationshipsfor mapping clients, structures, and subject matter experts.

As mentioned above, the method (300) includes and integrating (303) theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts into CRM system to populatethe CRM system. As mentioned above, a CRM system is used as a model formanaging a business's interactions with current and future customers.The CRM system uses techniques and methods to organize, automate, andsynchronize sales, for marketing, customer service, and technicalsupport. In one example, the CRM system may be a classical CRM systemthat monitors sources such as current customers and potentially futurecustomers to gather information to better target various customers viaapplications. The classical CRM system traditionally includes a one-waycommunication between a business and the customer.

In another example the CRM system may be a social CRM system thatmonitors applications such as social media applications. In thisexample, the social CRM system's strategy is based around customerengagement and interactions, with transactions being a byproduct. In oneexample, the Social CRM system may use a philosophy and a businessstrategy, supported by a technology platform, business rules, workflow,processes and social characteristics, designed to engage the customer ina collaborative conversation in order to provide mutually beneficialvalue in a trusted and transparent business environment. Further, thesocial CRM system includes applications in marketing, customer serviceand sales, including peer-to-peer customer support, idea management,market research, product launch, brand reputation management.

In this example, the social CRM system is a back-end process and systemfor managing customer relationships and data M an efficient andprocess-centric way. The social CRM system is able to understand thebusiness's challenges that are to be solved and then solve thebusiness's challenges. Further, the social CRM system may be onecomponent of developing asocial or collaborative business, bothinternally and externally.

Regardless of if the CRM system is a classical CRM system or a socialCRM system, the method (300) integrates the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts into CRM system to populate the CRM system. In oneexample, the integrating the opportunities, the relationships forflapping the clients, the structures, and the subject matter expertsinto CRM system to populate the CRM system includes loading theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts into CRM system's memory.

FIG. 4 is a flowchart of an example of a method for integrating metadatafrom applications used for social networking into a CRM system,according to one example of principles described herein. In one example,the method (400) may be executed by the integrating system (100) ofFIG. 1. In other examples, the method (400) may be executed by othersystems (i.e. system 500 and system 600). In this example, the method(400) includes obtaining (401), from applications used for socialnetworking, metadata associated with users of the applications,analyzing (402) the metadata from the applications to inferopportunities, relationships for mapping clients, structures, andsubject matter experts, integrating (403) the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts into CRM system to populate the CRM system, and updating(404) the CRM system based on modifications made by the users in theapplications.

As mentioned above, the method (400) includes updating (404) the CRMsystem based on modifications made by the users in the applications. Inone example, the method (400) updates the CRM system based on themodifications made by the users to the applications by updating theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts in the CRM system,

In one example, the integrating system of FIG. 1 obtains the metadatafrom the application according to a factor such a time, an event, orother factors. If the integrating system of FIG. 1 determines themetadata obtained from the application has been modified, is newmetadata, or is out of date, the CRM system is updated accordingly. Thismay include deleting some opportunities, sonic relationships for mappingthe clients, some structures, and some subject matter experts in the CRMsystem and loading new opportunities, new relationships for mapping theclients, new structures, and new subject matter experts into the CRMsystem.

FIG. 5 is a diagram of an example of an integrating system, according tothe principles described herein. The integrating system (500) includesan obtaining engine (502), an analyzing engine (504), and an integratingengine (506). In this example, the integrating system (500) alsoincludes an updating engine (508). The engines (502, 504, 506, 508)refer to a combination of hardware and program instructions to perform adesignated function. Each of the engines (502, 504, 506, 508) may,include a processor and memory. The program instructions are stored inthe memory and cause the processor to execute the designated function ofthe engine.

The obtaining engine (502) obtains from applications used for socialnetworking, metadata associated with users of the applications. In oneexample, the metadata from the applications is derived from interactionsbetween the users of the applications, based on historical patternsacross the applications, and used to infer a social graph, subjectmatter experts, the opportunities, relationships for mapping clients,clients, contacts, or combinations thereof. Further, the applicationsmay include email applications, IM applications, TM applications, socialnetwork applications, bldg applications, newsfeed applications, SMSapplications, other applications, or combinations thereof. In oneexample, the metadata includes patterns, social graphs, relationshipsfor mapping clients, structures, or combinations thereof of the users ofthe applications.

The analyzing engine (504) analyzes the metadata from the applicationsto infer opportunities, relationships for mapping clients, structures,and subject matter experts. In one example, the opportunities representa complex record structure in the CRM system and each of theopportunities is associated with a number of fields of the metadata.

The integrating engine (506), integrates the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts into CRM system to populate the CRM system. In oneexample, the integrating engine (506), integrates specificopportunities, specific relationships for mapping the clients, specificstructures, and specific subject matter experts into CRM system topopulate the CRM system.

The updating engine (508) updates the CRM system based on modificationsmade by the users in the applications. In one example, the updatingengine (508) updates the CRM system based on the modifications made bythe users to the applications by updating the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts in the CRM system

FIG. 6 is a diagram of an example of an integrating system, according tothe principles described herein. In this example, the integrating system(600) includes processing resources (602) that are in communication withmemory resources (604). Processing resources (602) include at least oneprocessor and other resources used to process programmed instructions.The memory resources (604) represent generally any memory capable ofstoring data such as programmed instructions or data structures used bythe integrating system (600). The programmed instructions shown storedin the memory resources (604) include a user interaction deriver (606),a metadata obtainer (608), a metadata analyzer (610), an opportunityintegrator (612), a modification determiner (614), and a CRM systemupdater (616).

The memory resources (604) include a computer readable storage mediumthat contains computer readable program code to cause tasks to beexecuted by the processing resources (602). The computer readablestorage medium may be tangible and/or physical storage medium. Thecomputer readable storage medium may be any appropriate storage mediumthat is not a transmission storage medium. A non-exhaustive list ofcomputer readable storage medium types includes non-volatile memory,volatile memory, random access memory, write only memory, flash memory,electrically erasable program read only memory, or types of memory, orcombinations thereof.

The user interaction deriver (606) represents programmed instructionsthat, when executed, cause the processing resources (602) to deriveinteractions between the users of the applications and based onhistorical patterns across the applications to infer a social graph,subject matter experts, the opportunities, relationships for mappingclients, clients, contacts, or combinations thereof. The metadataobtainer (608) represents programmed instructions that, when executed,cause the processing resources (602) to obtain, from applications usedfor social networking, metadata associated with users of theapplications.

The metadata analyzer (610) represents programmed instructions that,when executed, cause the processing resources (602) to analyze themetadata from the applications to infer opportunities, relationships formapping clients, structures, and subject matter experts. The opportunityintegrator (612) represents programmed instructions that, when executed,cause the processing resources (602) to integrating the opportunities,the relationships for mapping the clients, the structures, and thesubject matter experts into CRM system to populate the CRM system.

The modification determiner (614) represents programmed instructionsthat, when executed, cause the processing resources (602) to determinemodifications made by the users in the applications. The CRM systemupdater (616) represents programmed instructions that, when executed,cause the processing resources (602) to update the CRM system based onmodifications made by the users in the applications.

Further, the memory resources (604) may be part of an installationpackage. In response to installing the installation package, theprogrammed instructions of the memory resources (604) may be downloadedfrom the installation package's source, such as a portable medium, aserver, a remote network location, another location, or combinationsthereof. Portable memory media that are compatible with the principlesdescribed herein include DVDs, CDs, flash memory, portable disks,magnetic disks, optical disks, other forms of portable memory, orcombinations thereof. In other examples, the program instructions arealready installed. Here, the memory resources can include integratedmemory such as a hard drive, a solid state hard drive, or the like.

In some examples, the processing resources (602) and the memoryresources (604) are located within the same physical component, such asa server, or a network component. The memory resources (604) may be partof the physical component's main memory, caches, registers, non-volatilememory, or elsewhere in the physical component's memory hierarchy.Alternatively, the memory resources (604) may be in communication withthe processing resources (602) over a network. Further, the datastructures, such as the libraries, may be accessed from a remotelocation over a network connection while the programmed instructions arelocated locally. Thus, integrating system (600) may be implemented on auser device, on a server, on a collection of servers, or combinationsthereof.

The integrating system (600) of FIG. 6 may be part of a general purposecomputer. However, in alternative examples, the integrating system (600)is part of an application specific integrated circuit.

The preceding description has been presented to illustrate and describeexamples of the principles described. This description is not intendedto be exhaustive or to limit these principles to any precise formdisclosed. Many modifications and variations are possible in light ofthe above teaching.

The flowchart and block diagrams in the figures illustrate thearchitecture, functionality, and operations of possible implementationsof systems, methods, and computer program products. In this regard, eachblock in the flowchart or block diagrams may represent a module,segment, or portion of code, which has a number of executableinstructions for implementing the specific logical function(s), shouldalso be noted that, in some alternative implementations, the functionsnoted in the block may occur out of the order noted in the figures. Forexample, two blocks shown in succession may, in fact, be executedsubstantially concurrently, or the blocks may sometimes be executed inthe reverse order, depending upon the functionality involved. It willalso be noted that each block of the block diagrams and/or flowchartillustration and combination of blocks in the block diagrams and/orflowchart illustration, can be implemented by special purposehardware-based systems that perform the specified functions or acts, orcombinations of special purpose hardware and computer instructions.

The terminology used herein is for the purpose of describing particularexamples, and is not intended to be limiting. As used herein, thesingular forms “a,” “an” and “the” are intended to include the pluralforms as well, unless the context clearly indicated otherwise. It willbe further understood that the terms “comprises” and/or “comprising”when used in the specification, specify the presence of stated features,integers, operations, elements, and/or components, but do not precludethe presence or addition of a number of other features, integers,operations, elements, components, and/or groups thereof.

What is claimed is:
 1. A computer program product for integratingmetadata from applications used for social networking into a customerrelationship management (CRM) system, comprising:  a tangible computerreadable storage medium, the tangible computer readable storage mediumcomprising computer readable program code embodied therewith, thecomputer readable program code comprising program instructions that,when executed, causes a processor to:  analyze metadata from theapplications to infer opportunities, relationships for mapping clients,structures, and subject matter experts;  integrate the opportunities,the relationships for mapping the clients, the structures, and thesubject matter experts into initial data for a customer relationshipmanagement (CRM) system to populate the CRM system with the initialdata; and  update the CRM system based on modifications made by users inthe applications wherein the initial data further comprises a clienthierarchy and team structure along with a set of initial opportunitiesbased on a community discussing product-related issues in at least oneof the social networking applications.
 2. The product of claim 1,further comprising computer readable program code comprising programinstructions that, when executed, cause the processor to obtain, fromthe applications used for social networking, the metadata associatedwith users of the applications.
 3. The product of claim 1, furthercomprising computer readable program code comprising programinstructions that, when executed, cause the processor to update theopportunities, the relationships for mapping the clients, thestructures, and the subject matter experts in the CRM system.
 4. Theproduct of claim 1, in which the metadata comprises patterns, socialgraphs, the relationships for mapping clients, the structures, orcombinations thereof of the users of the applications.
 5. The product ofclaim 1, in which the opportunities represent a complex record structurein the CRM system and each of the opportunities is associated with anumber of fields of the metadata.
 6. The product of claim 1, in whichthe metadata from the applications is derived from interactions betweenthe users of the applications, based on historical patterns across theapplications, and used to infer a social graph, the subject matterexperts, the opportunities, the relationships for mapping the clients,contacts, or combinations thereof.
 7. The product of claim 1, in whichthe applications comprises electronic mail (email) applications, instantmessages (IM) applications, text messages (TM) applications, socialnetwork applications, blog applications, newsfeed applications, or shortmessage service (SMS) applications.
 8. A system for populating a newCustomer Relationship Management (CRM) System with initial data, thesystem comprising: a processor; a memory comprising programing for theprocessor; and a network interface, accessible by the processor, forcommunicating via a computer network; the processor to obtain, throughthe network interface, metadata associated with users of at least onesocial networking application that is operating on the computer network;the processor to analyze the metadata to generate initial data for thenew CRM system and populate the new CRM system with that data; whereinthe processor is to generate initial data, including new opportunities,for the new CRM system; wherein the initial data comprises a clienthierarchy and team structure along with a set of initial opportunitiesbased on communities discussing product-related issues in the at leastone social networking application and wherein the processor is to usemetadata related to modifications made by users of the at least onesocial networking application to update data in an existing CRM system.9. The system of claim 8, wherein the metadata is derived frominteractions between users within the at least one social networkingapplication.
 10. The system of claim 8, the processor to use themetadata to produce a social graph of users of the at least one socialnetworking application for the CRM system.
 11. The system of claim 8,the processor to use the metadata to produce a listing of opportunitiesamong users of the at least one social networking application for theCRM system.
 12. The system of claim 8, wherein the metadata representspatterns of user behavior on the at least one social networkingapplication.
 13. A computer program product for integrating metadatafrom applications used for social networking into a customerrelationship management (CRM) system, comprising:  a tangible computerreadable storage medium, the tangible computer readable storage mediumcomprising computer readable program code embodied therewith, thecomputer readable program code comprising program instructions that,when executed, causes a processor to:  analyze metadata obtained from atleast one social networking application to infer opportunities,relationships for mapping clients, structures, and subject matterexperts;  integrate the opportunities, the relationships for mapping theclients, the structures, and the subject matter experts into initialdata for a customer relationship management (CRM) system to populate theCRM system with the initial data; and  update the CRM system based onmodifications made by users in the applications; wherein the initialdata further comprises a client hierarchy and team structure along witha set of initial opportunities based on communities discussingproduct-related issues in at least one of the social networkingapplications.
 14. The product of claim 13, further comprising computerreadable program code comprising program instructions that, whenexecuted, cause the processor to update the opportunities, therelationships for mapping the clients, the structures, and the subjectmatter experts in the CRM system.
 15. The product of claim 13, in whichthe metadata comprises patterns, social graphs, the relationships formapping clients, the structures, or combinations thereof of the users ofthe applications.
 16. The product of claim 13, in which theopportunities represent a complex record structure in the CRM system andeach of the opportunities is associated with a number of fields of themetadata.
 17. The product of claim 13, in which the metadata from theapplications is derived from interactions between the users of theapplications, based on historical patterns across the applications, andused to infer a social graph, the subject matter experts, theopportunities, the relationships for mapping the clients, contacts, orcombinations thereof.
 18. The product of claim 13, in which theapplications comprises electronic mail (email) applications, instantmessages (IM) applications, text messages (TM) applications, socialnetwork applications, blog applications, newsfeed applications, or shortmessage service (SMS) applications.